Complaints

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 2, 2020, ASTAR installed new duct work and a ****** 3-ton condenser ** to add central air to our approx. ***** sq ft home for $21,207 (invoice #******). We were assured and guaranteed that they would fix any problems or complete adjustments needed once we started using the system in the summer of 2021. Multiple times, different ASTAR technicians tried to make corrections to address unequal cooling; frequently temperatures reach well into the 80s in our living room and kitchen regardless of the thermostat settings while the 2nd floor is cooler than the 1st. In the fall of 2021, we were assured that ASTAR stands behind their work and asked to call them if the problems persisted in the summer of 2022. As found on their website, If the installation temperatures are not achieved, we will make any necessary modifications, repairs or replacements at no charge to you for a period of 1 year. This guarantee is meant to guarantee that the equipment we install is sized accurately for the home at the time of installation. The problems continued in 2022 and the ** system never adequately and efficiently cools the house, but, regardless of the assurances and guarantees we had been given, ASTAR will now require service fees each time we report an issue. In July, 2022, we contacted ****** who gave us the names of certified ***************** installers. We paid for three different companies (5 technicians) to examine our system. They all agreed that the system was undersized (min. 4-ton unit required), incapable of cooling the home, and in danger of failing. They also agreed that the ductwork was not correct nor properly installed. The exposed duct that enters the air handler is not wrapped in insulation, other insulation is split exposing duct, and the existing flexible duct to the kitchen is causing air not to flow smoothly and needs to be replaced with a metal duct. Other issues found by technicians are not included due to limited space. Please help make this wrong right.

  

  Business response

  11/03/2022

  Good Morning,

  
  After looking to this I see the ** System was installed in 11/2020. We made modifications to the duct work in 10/2021. Since the duct work modifications were made, we do not have any record of any issues with the **. We Have been out to the ******* Residence since than for an estimate to replace the ******************* and maintenance on the ******************* & RO system. So, until receiving this complaint we were unaware they were still experiencing issues. I'd be more than happy to send **** and one of our installation managers out to address any concerns with the ** system. 

  
  

   

  *********************************************

  Customer response

  11/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As noted in our complaint, this summer as previously instructed by their sales manager,we contacted ASTAR to request service on our ** system when it still did not cool our home. This was a newly installed system that never properly worked as verified by various service personnel and any adjustments made could only be checked in hot weather. After speaking with their office manager, we were told that she would have to secure permission to provide service. Upon her return call, we were informed that while they were willing to send someone to service the *** we would now be expected to pay. When we reminded her that their sales manager had guaranteed adequate cooling and ASTAR would continue to make adjustments until the house was properly cooled, we were informed that he did not have authority over the service department which prompted our complaint. In ASTARs response, they once again offer to send out a team to address any concerns with the ** system, but do not state who will be responsible for the costs incurred to achieve the original guarantee of adequately cooling the home.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  

  Business response

  12/19/2022

  We need the customer to contact us and schedule and appointment beofre anything else can be addressed. 

  Customer response

  12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we agree to schedule an appointment to meet with **** providing we will not incur any additional charges for the service call.

  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called the company to replace the oil guage on my oil tank, they sent over a tech who came to the house and ask how old the house was and that i should put away money for a new broiler, all the tech did was press buttons on my broiler and told me he cannot afford a home like this one. He then told me to order a gauged on Amazon for $179 dollars that works with Wi fi to know the oil levels the company charge me ****** dollars. he did nothing and i am seeking a full refund the tech did nothing to help me i still had to find some to replace the oil gauged. They inputted the amount for less than i was quoted. Call the company who is now saying the amounts was for a diagnostic but nothing was done thanks

  Customer response

  10/21/2022

  Issue is resolved  thank you

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩